AccountId: 011433970860
ContactId: 09aa13a7-fa7e-4ce7-b1c9-3696de85ae37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265500 ms
Total Talk Time (AGENT): 125505 ms
Total Talk Time (CUSTOMER): 105202 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/09aa13a7-fa7e-4ce7-b1c9-3696de85ae37_20250212T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just wanna take the elig occupation. Can you help me out, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], you're just needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] I, uh, yes, ma'am. I need uh benefit and eligibility.
[AGENT][POSITIVE] Yes, I can help you with both things and, what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Uh, member policy number is, um, it is 4004016035.
[AGENT][NEUTRAL] OK. OK, start. OK, start over, please.
[CUSTOMER][NEUTRAL] 004016035.
[AGENT][NEUTRAL] 00401635. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so [PII], give me just a moment.
[AGENT][NEUTRAL] That is OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And any information [PII] that I provide for you will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Hm patient's name is um, it is [PII]
[CUSTOMER][NEUTRAL] First name and the last name is [PII]. It is [PII]
[AGENT][NEUTRAL] As I say, the policy number you gave me is not a valid number for that number. Can you look at the number again, please?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Uh, it's, uh, no, ma'am. I don't have the policy number.
[CUSTOMER][NEUTRAL] That's the one I have.
[AGENT][NEUTRAL] OK, that's not our policy number. Do you have any other information for me to look up this number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You have checked with the member name. It's uh unable to find?
[AGENT][NEUTRAL] Let me see if I can locate it by the name only, just a moment.
[AGENT][NEUTRAL] So you do not have a copy of the ID card, is that correct?
[CUSTOMER][NEUTRAL] I, I have, but uh, there is, uh, I don't know what's the member ID name, ma'am, [PII].
[AGENT][NEUTRAL] OK, on the ID card, what other information is on the front of the ID card?
[CUSTOMER][NEUTRAL] Member ID number and the date of birth, the patient's uh date of service.
[AGENT][NEUTRAL] So that's
[AGENT][NEUTRAL] OK, yes ma'am, but that information is not what is on the ID card. What information?
[CUSTOMER][NEUTRAL] OK. Go with my name, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], do you have a copy of the member's ID card?
[CUSTOMER][NEUTRAL] Yes, ma'am. Can you go with the my name and check whether the patient is active or not?
[AGENT][NEUTRAL] I need for you to give me the valid policy number on the ID card, please.
[CUSTOMER][NEUTRAL] You're not, you're not going to check-in member name?
[AGENT][NEUTRAL] If there is more than one name?
[AGENT][NEUTRAL] Uh, if you have the card.
[CUSTOMER][NEUTRAL] Can you spell your name, please? OK. Can you spell your name, please?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, we do not have a [PII] in our system.
[CUSTOMER][NEUTRAL] OK. Can you spell your name?
[AGENT][NEUTRAL] Um, [PII] and my name in today's date would be the call reference number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That is correct. And you said his name is spelled [PII], is that?
[CUSTOMER][NEUTRAL] Your name is [PII]. Am I correct?
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][NEGATIVE] No, that is not correct.
[CUSTOMER][NEUTRAL] Repeat once again.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Yes ma'am, you too, and thank you again for calling APL. I hope you have a nice day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.